Andrew Gilleran - Is Ireland ready for the social enterprise?


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Using SharePoint and Yammer to build an enterprise social network in Irish organisations. This discusses the ins and outs of using social in an organisation, how to measure its impact and how an organisation can take advantage of it. Presentation given to Irish SharePoint User Group - October 2013.

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  • NOTE: I am not representing FBD Insurance. All views are my own, good or bad as that may be. I started on SharePoint 2007 5 years ago and moved to 2010 2 years ago. I currently work with SP 2010 on a small 3 server farm.
  • Avoid mentioningFacebook, Twitter or any other social took at all. Senior management by and large would consider social outside their company a waste of time and energy so using it inside will take a huge amount of convincing.
  • What’s the point in showing numbers? Or quoting from reports? Or worse, predictions about growth. You can find it on the web.
  • And of course one of the main tools for using this is SharePoint and Yammer.
  • Yes, that’s it. Notice I don’t mention technology or the tools or SharePoint or indeed Yammer. They are just that. The tools. It’s how you use them, who uses them and most importantly it’s the value the people and the organisation gets out of it. That value is the outcome.
  • Talking works. Especially from top management but you can’t ignore line management either. Survey after survey I have seen that employees want to hear updates and information from their line manager. And one good way could be using social tools.You have to examine your business and organisation in quite a lot of detail to see where you can use ESN. Of course you need to get buy-in from all the stakeholders, it should be part of a good communications and collaboration strategy, all the normal elements of getting support for a new process within an organisation.A big problem is many businesses is harnessing information. Call it knowledge. This can be anything. From business processes, project management, product development, marketing, sales, distribution, manufacturing, people management and so on. Another one is location. Even if you have a centralized office structure there are still many silos within an organisation. So one of the key aims of ESN is to get people talking to each other. Now that might appear to be obvious but it isn’t.
  • You have to examine your business and organisation in quite a lot of detail to see where you can use ESN. All organisations are different. That’s where strong analysis comes in.
  • What are the outcomes?Business value. Bottom line. What is the point of all this? What do you want to achieve?Who is the audience? Who will use this? What benefit do they get from it? Why should they use it? What’s in it for them?What are we going to do? What tools are we going to use? Yammer and SharePoint of course.How are we going to implement it?How can we measure it?
  • Search Google for ‘Yammer Deloitte Australia’ for more details.
  • Not in any particularorder.Yes, HR are actually one of the biggest barriers to a social enterprise network. In my opinion social enterprise represents all their worst nightmares in allowing people to share, write, publish, communicate, comment and worse argue about company issues. Some HR departments (understandably it has to said) have a mortal fear of anything being produced on a company intranet that hasn’t been signed off by at least 3 people. But that goes for a lot of other areas as well especially in financial services. The other barriers may vary from organisation to organisation and some will have more impact than others. You have to know what your major barriers are.
  • Of all things to put into an organisation this one, FEAR, could have the most impact. Or worse, the least. Open the proverbial can of worms, letting the genie out of the bottle, letting the cat out of the bag, tick the box for a suitable cliché.
  • Yes the tools. SharePoint 2010, 2013, Office 365 and Yammer. Plus a host of other tools from Newsgator, Salesforce, SAP and Social Cast from Vmware plus many others.And what’s the elephant in the room?
  • Cloud and premises, Yammer and SharePoint and Office 365. It’s a complicated mix from an IT infrastructure point of view.
  • Here’s how the features of Yammer and SharePoint can be combined and where they cross over. It’s a starting point but it very much depends on how you use it in your organisation. Your flavour will be very different from others. Again it is about the outcomes not the features. Use the correct features which will get you to your desired outcomes. But it will likely mean some testing and experimentation to see what works and what doesn’t.
  • So this is one version of Yammer. SPYam for SharePoint users.
  • So this is one version of the SharePoint 2013newsfeed.
  • Yammer case study for a financial services company in the USA. Note the highlighted key words
  • Yammer case study for a publishing company in the USA
  • Yammer case study for a medical services company in the USA
  • Aviva World – global intranet using SharePoint.
  • Aviva Ireland intranet home page – August 2012
  • Aviva Ireland intranet company forum – August 2012
  • Aviva Ireland CEO blog – April 2012
  • And the big G – governance or da Rulz. HR especially can get very nervous about people being actually able to make a comment that hasn’t been signed off by at least 5 people, gone to Compliance and looked at by the Chairman’s wife. So that’s where the rules come in. But they have to clear and understandable. 
  • But keep the rules simple. Let people know what is acceptable and not acceptable. It is important to trust people and not have too many rules and policies. Apply some common sense to it. Of course they must fit in with your existing HR and communications policies. 3 strikes and you’re out is a good one. You get 2 warnings in a defined way and is you break the rules a third time there is consequences.No huge policy documents and guidelines. Keep rules very short and in plain EnglishBe very clear on what the boundaries are in your organisationTell everyone what will happen if they are breachedA level of moderation but look for self policing or other people who can monitor and moderateTrust people. You have to let them on with it. Too many rules will kill it very quickly as people won’t bother using it
  • Here is Yammer’s analytics and they appear to be quite decent too. But I haven’t used them. But it’s all about the trends, the outcomes and the ‘why’. Why are we doing this and what good is it doing? You can also SharePoint’s own analytics and install the likes of ‘free’ Google Analytics, Piwik or Open Analytics to a commercial products such as WebTrends or Site Catalyst from Adobe.
  • Trust is critical. Without that you have nothing. And that goes for the people at the top, the middle and the bottom. Ultimately there will be some trial and error, success, failures and so on. But if you believe it can bring value to your organisation then focus on what value can be and use all the tools available to bring in that value.
  • Historically, and as a general rule of thumb, large enterprise companies have failed at effectively communicating internally across their organisations. The dissemination of valuable information can sometimes take weeks to cascade down if it arrives at all. Therefore, one of the key benefits derived from social business software is the rapid ability to target and/or transfer valuable information amongst specific employee groups or individuals.
  • Good articles and site about Yammer, enterprise social networking and SharePoint
  • Good experts on SharePoint, enterprise social networking and intranets.
  • Andrew Gilleran - Is Ireland ready for the social enterprise?

    1. 1. Is Ireland ready for the Social Enterprise? (with SharePoint/Yammer of course)
    2. 2. So who am I? I am a SharePoint and Intranet Specialist with FBD Insurance. I joined FBD in early 2013 after 10 years with Aviva Ireland as Online Communications Manager. I’ve been creating online content for over 15 years. Web: LinkedIn: Follow: #agilleran Flipping SharePoint:
    3. 3. Social enterprise? F**eb**k for business? Social workplace?  What is it?  What good is it?  How can we measure it?  Why should we bother?
    4. 4. What is enterprise social networking? [Loads of numbers about how many top Fortune 500 companies already using it, reports from Gartner & Forrester, maybe an infographic and of course predictions about ‘massive growth’. Graphics of ‘people’ linked by lines. Blah, blah, blah, blah……]
    5. 5. What is enterprise social networking? } Enterprise social networking is an organization's use of social media, internally, to connect individuals who share similar business interests or activities. Social tools can help employees to access the knowledge and resources they need to work together effectively and solve business problems ~
    6. 6. The 4 most important elements of an enterprise social network Senior Management Culture People Business Value (Outcomes)
    7. 7. How do you get started? A big problem is many businesses is harnessing useful information (and making good use of it) So one of the key aims of Enterprise Social Networking is to get people talking to each other and yes, sharing information
    8. 8. How do you get started? Interrogate your organisation
    9. 9. Ask the tough questions…  What are the outcomes?  Who is the audience?  What is in it for them? And get some really good answers  What are we going to do?  What tools are we going to use?  How are we going to implement it?  How do we train end users?  How can we measure it?  And (most importantly) how will we know we succeeded?
    10. 10. Let’s look at some outcomes Yammer has helped Deloitte Australia to improve the flow of information, knowledge and ideas throughout the organization. Resulting in significant business benefits, including:  lower employee turnover  better management visibility  improved productivity  greater workforce collaboration  enhanced creativity and innovation  faster conflict resolution and more
    11. 11. And what are the barriers to building an effective enterprise social network?  Senior management  HR  IT & technology  Legal (regulation, data protection)  Culture  People  And there is one more….
    12. 12. Fear
    13. 13. The enterprise social network tools  SharePoint  Yammer
    14. 14. The Social enterprise network tools
    15. 15. Case Study 1 Source
    16. 16. Case Study 2 Source
    17. 17. Case Study 3 Source
    18. 18. Enterprise Social Networking in Ireland  Aviva World – global intranet  Global site for 30,000+ employees  Multi-lingual variations  Built on SharePoint 2010, hosted by Microsoft  Strong use of social from beginning  Big emphasis on communications and brand
    19. 19. The big G….Governance
    20. 20. Useful Governance  Keep it simple, use common sense  Define clearly the boundaries  Set out the consequences of breaching the boundaries  Has to fit in with existing HR & communications policies  Moderate but with a light hand
    21. 21. Measure, measure, measure Measure your outcomes
    22. 22. But there is one vital thing for effective enterprise social networking… TRUST  You have to trust people  And they have to trust the organisation (and management)
    23. 23. But is it all rosy in the garden? } By looking at the reasons behind enterprise social networking adoption in large corporations we can begin to understand why social business tools are not living up to their hype or potential. ….a close look at Yammer's approach may reveal why enterprise social networking is not delivering the genuine value large companies are seeking to make it worthwhile. Source: Tech Republic 3 September 2013 Source Link ~
    24. 24. Important things to remember… Don’t mention Yammer Don’t mention ‘Facebook for business’ Don’t say ‘it will transform our business’ Do get people talking to each other Do start small and look for quick wins Do get some Champions on-board, early
    25. 25. Some useful links
    26. 26. Good people to follow Jeremy Thake MVP Step Two Consultants/James Roberston Christian Buckley Ellen van Aken Bjorn Furukknap Richard Harbridge Wendy Neal
    27. 27. Right, before I go… Enjoy my SharePoint related cartoons. More available on:
    28. 28. Thanks for listening Andrew Gilleran - SharePoint & Intranet Specialist Web: Connect: Linkedin Follow: #agilleran